Overall sentiment: Reviews of Henderson Health and Rehab are highly polarized. Many reviewers describe exceptional, compassionate care and outstanding rehabilitation services, while a significant portion report severe lapses in safety, cleanliness, staffing, and professionalism. The facility earns strong praise for its therapy teams, CNAs, and certain nurses and administrators — but also receives serious allegations ranging from neglect and theft to unsafe practices and poor communication.
Care quality and rehabilitation: One of the most consistent positive themes is the strength of the rehabilitation program. Multiple reviewers singled out physical and occupational therapists as skilled, attentive, and effective, with patients recovering quickly and meeting functional goals. Several accounts describe tailored treatment plans, warm therapeutic relationships, and rapid post-surgical recoveries. At the same time, other reviews state the facility is "not a rehabilitation facility," did not provide promised home health or physical therapy, or failed to coordinate home health services — indicating inconsistency in care delivery and coordination, and problems with insurance acceptance or administrative follow-through.
Staffing, responsiveness, and culture: Reviews alternately describe staff as the greatest asset and the greatest liability. Many families praise compassionate, hardworking CNAs, nurses, and an admissions team that goes above and beyond; some name specific caregivers and administrators for exemplary service. Conversely, there are repeated complaints about chronic understaffing, long response times to call buttons, unprofessional or uncaring staff behavior (including gossiping and rudeness), and stories of buck-passing among administrators. Several reviewers noted improved staffing and a positive turnaround under new ownership, suggesting variability over time and across shifts. Notably, reviewers report a stark difference between day-shift and other shifts in some cases.
Safety, neglect, and serious incidents: A cluster of reviews report alarming safety incidents and allegations: theft of residents' belongings and phones; medication shortages and potential errors; neglect requiring hospitalization; a burn from hot coffee; and alleged mistreatment of dementia patients (including tying to chairs with sheets and teasing about appearance). There are also claims of residents wandering due to insufficient supervision and overcrowded care assignments (reports of more than 15 patients per caregiver). These reports point to potential systemic issues in supervision, security, and care protocols and are among the most severe concerns raised by reviewers.
Facility condition and cleanliness: Comments about the physical plant are mixed and highly polarized. Some reviewers call the facility spotless, clean, welcoming, and comfortable with beautiful views, while others describe stained floors and walls, ancient elevators, foul hallway odors, roach infestation, and generally "dirty" or poorly maintained areas. These contradictory descriptions suggest uneven maintenance, areas of excellence alongside neglected spaces, or changes over time. Room-level issues were reported as well: small, dark rooms, insufficient lighting, broken TVs, and lack of safety rails in some rooms.
Dining and amenities: Dining experiences are also inconsistent. Several reviewers praise punctual hot meals and dietary staff who are responsive to requests, while others describe the food as poor or inedible. Activities and amenities were praised when present — with some families noting new activities and an improved social program — but other reviewers stated there were no activities or amenities and cited a "scary" or understimulating environment for residents, especially those with dementia.
Operations, management and communication: Communication and administrative competence are recurring themes. Positive reviews highlight proactive, communicative teams who empower families and streamline discharges. Negative reviews cite poor phone responsiveness, unhelpful or incompetent receptionists, long waits, transferred or hung-up calls, and misleading statements about insurance acceptance and 24/7 availability. Accusations of administration covering up issues and discouraging reporting of incidents further erode confidence among some families.
Patterns and takeaways: The predominant pattern is inconsistency. There are many firsthand accounts of excellent, even exceptional care and rehabilitation that helped residents recover quickly and comfortably. Simultaneously, there are repeated, serious allegations of understaffing, neglect, theft, unsafe practices, poor facility maintenance, and administrative failures. Several reviewers note improvement over time — new ownership, better staffing, and enhanced activities — which suggests that quality may be evolving. Prospective residents and families should weigh both sets of reports carefully: if therapy and attentive day-shift care are priorities, many reviewers had very good outcomes; if consistent 24/7 supervision, safety, and spotless facility conditions are critical, the mixed reports and some severe allegations warrant cautious investigation.
Recommendations for prospective families and facility leadership: For families: ask targeted questions about staffing ratios per shift, fall and elopement prevention protocols, theft and valuables policies, medication-management procedures, infection control and pest control measures, examples of recent quality-improvement actions, and how the facility handles insurance/home-health coordination. Tour multiple times, including evenings and weekends, and speak with therapists, CNAs, and nursing supervisors. For leadership: prioritize transparent communication, strengthen night and weekend staffing, address specific safety and maintenance concerns highlighted by reviewers (cleaning, pest control, equipment repair), and document corrective actions publicly to rebuild trust. The mix of glowing and alarming reviews suggests potential for high-quality care, but also indicates areas needing urgent and consistent attention.
